Shep Hyken\'s Customer Service Blog

Customer Service Tip – Employee Fulfillment a Key to Creating a Customer Focused Culture

Employees want to feel appreciated and trusted.  One way of proving this is to invest in them through training.  They know you are taking their time, which they are being paid for, and the resources (trainers, training materials, etc.), which they know are expensive, and investing in them to be better at what they do.

Training is the first step.  Then, you have to let them put the training into play.  You must create an environment that gives your employees the autonomy they need to solve problems and make good choices and recommendations.  Micromanaging their every move will suffocate them and make them feel their training was a waste.  Giving them the space and the power to make decisions and suggestions broadens, for which they get constructive feedback, helps them grow and increases their sense of fulfillment.

Employee fulfillment is an important part of creating a customer focused culture.  Fulfilled employees are happier, work harder and care more – all of which ultimately has a positive impact on your customers’ experiences.  Remember that what is happening on the inside of an organization is being felt on the outside by the customer.

Shep Hyken is a professional speaker and New York Times and Wall Street Journal bestselling business author who works with companies who want to develop loyal relationships with their customers and employees.  For information on Shep’s speaking programs, books, and learning programs please contact (314) 692-2200. Email: –  Web: –  Click here for information on The Customer Focus™ customer service training programs (


  1. Sybil F. Stershic says:

    Great post, Shep! Too many companies forget that customer-focus needs to be instilled from the inside out. Here’s what I tell managers who need to be reminded of this: “The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers!”

  2. Lee Silverstein says:

    Excellent post Shep. I find this to be especially true with new employees. When they begin a new job, employees are quite “fragile”. Too often, in their rush to fill an open position, organizations don’t invest the necessary time in the new-hires’ initial training and on-boarding. This impacts the employees’ confidence and their ability to serve the customer, often resulting in the employee leaving. Then the cycle repeats…..
    Thanks for sharing.

  3. Joanna Jones says:

    Thanks for the post–you bring up a great topic, that too often, is overlooked in customer service training.
    Investing in employee development is a crucial step in customer satisfaction.
    Employee satisfaction and customer satisfaction have been heavily researched and case studies consistently show a strong link between high employee satisfaction and customer satisfaction. It’s difficult to force devotion or commitment on an employee, after all.
    I’m pleased to see that companies such as Disney understand the concept of employee satisfaction and customer satisfaction and incorporate a “what to expect” in their training process.
    Great lesson for all of us who work in customer service training!

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